TY  - BOOK
AU  - HILES Andrew
TI  - Service level agreements: measuring cost and quality in service relationships
SN  - 0412542404 (hbk.)
PY  - 1993///
CY  - London
PB  - Chapman & Hall
KW  - QUALITY MANAGEMENT
KW  - SERVICE LEVEL AGREEMENTS
KW  - SERVICE STANDARDS
N2  - Describes how to manage the service relationship between provider and customer. A service level agreement defines the service that the customer can expect. Such agreements are appropriate to all in-house corporate services as well as externally provided services where formal contracts do not define service quality. Gives practical advice on implementing SLAs together with checklists and examples
ER  -